Tenancy Sustainment Officer

Honeycomb Group; Stoke-on-Trent; On-site; GBP 25,000 - 30,000; Full time

Job summary

Honeycomb Group is recruiting a Tenancy Sustainment Officer in Stoke-on-Trent. The role focuses on delivering high-quality tenancy sustainment to customers who are vulnerable or have complex needs, within their accommodation in the Stoke-on-Trent area.

You will work with the Tenancy Sustainment Team to provide guidance, support, and enforcement of tenancy terms, ensuring safe and well-maintained properties while supporting residents to achieve sustainable housing, with a focus on customer

Qualifications

• Educated to degree level or equivalent with CIH Level 3 at minimum and willingness to work towards additional qualifications.
• Experience in housing/public facing roles in busy service environments.
• Experience dealing with complex behaviour and challenging circumstances.
• Excellent communication and problem-solving skills are required.
• Full UK Driving Licence with own vehicle for work purposes; DBS check is required.

Responsibilities

• Provide contact, advice, and guidance to customers, including preparing occupancy agreements and information packs.
• Assist with move-in processes to welcome new residents.
• Maintain tenancy conditions and report on property and stock maintenance.
• Handle tenant inquiries and complaints from the community or public.
• Conduct regular property and health and safety inspections and escalate issues.

Skills

Communication

Problem solving

Empathy

Public/customer service

Education

Degree or equivalent

CIH Level 3

Willingness to pursue CIH

Job description

£27,356 per annum

Stoke-on-Trent / Agile

Permanent

Full-Time

As a Tenancy Sustainment Officer, you’ll work with the Tenancy Sustainment Team to deliver high-quality Tenancy Sustainment to our Customers who are vulnerable and/or have complex needs, living in their accommodation in the Stoke on Trent area.

What You’ll Do

• Providing contact, advice, and guidance to customers including preparation and delivery of occupancy agreements, tenancy handbooks and information packs and sign-ups.
• Assisting with all areas of move-in to make sure new residents are made to feel comfortable.
• Maintaining tenancy conditions and making sure that properties and stock are maintained.
• Dealing with enquiries and complaints from tenants and members of the community or public.
• Making sure regular property and health and safety inspections and report any issues to the relevant teams.

Who You Are

• Someone with a genuine understanding and compassion for people without a home, who won’t judge but instead will empower customers and give them a voice.
• Educated to degree level or equivalent, and hold CIH Level 3 minimum of the willingness to work towards
• Experience of working in housing and/or dealing directly with the public / customers in a busy service environment.
• Experience of dealing with complex behaviour.
• Excellent communication and problem-solving skills.
• Full UK Driving License with own vehicle for work purposes.
• DBS check required.